-24
NPS
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Citizens Bank
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About Citizens Bank's Brand
Brand at a Glance
61%
Customer Loyalty
3.3/5
Product Quality
3.5/5
Pricing
3.7/5
Customer Service
Citizens Bank NPS
Citizens Bank's Net Promoter Score (NPS) is a -24 with 29% Promoters, 18% Passives, and 53% Detractors. Net Promoter Score tracks whether Citizens Bank's customers would recommend using the product based on a scale of -100 to 100.
Citizens Bank Overall NPS
| 29% | Promoters |
|---|---|
| 18% | Passives |
| 53% | Detractors |
Citizens Bank NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2023 -34 | Jul 2023 | -34 |
Sep 2023 -43 | Sep 2023 | -43 |
Nov 2023 -50 | Nov 2023 | -50 |
Dec 2023 -33 | Dec 2023 | -33 |
Mar 2024 -20 | Mar 2024 | -20 |
Jun 2024 -18 | Jun 2024 | -18 |
Sep 2024 -25 | Sep 2024 | -25 |
Jan 2025 -30 | Jan 2025 | -30 |
Feb 2025 -36 | Feb 2025 | -36 |
Aug 2025 -40 | Aug 2025 | -40 |
Oct 2025 -31 | Oct 2025 | -31 |
Nov 2025 -24 | Nov 2025 | -24 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Citizens Bank NPS by Gender
Citizens Bank's NPS was rated 34 by Male customers on Comparably.
Male
34
Citizens Bank's NPS was rated 34 by Male customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Female
N/A
Citizens Bank's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Citizens Bank NPS by Usage
Citizens Bank's NPS was rated 34 points by customers who have used Citizens Bank's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years 34 | Over 10 Years | 34 |
Citizens Bank Customer Loyalty
61%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
61% of Citizens Bank users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Citizens Bank Customer Loyalty Score by Gender
Citizens Bank's Customer Loyalty score was rated 100 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Citizens Bank.
Male
100%
Yes
Female
N/A
Yes
Citizens Bank Customer Loyalty Score by Usage
Citizens Bank's Customer Loyalty score was rated 100% by customers who have used Citizens Bank's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Citizens Bank Product Quality
3.3/5
Citizens Bank has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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Citizens Bank Product Information
Citizens Bank’s product quality score is a 3.3 out of 5 as rated by its users and customers.
- Website
- https://www.citizensbank.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Citizens Bank Product Quality
Citizens Bank's Product Quality score was rated highest by Male customers.
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Ranked Citizens Bank Product Quality the Highest
Citizens Bank Product Quality Score by Gender
Citizens Bank's Product Quality score was rated 3.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Citizens Bank.
Male
3.5/5
Female
N/A
Citizens Bank Product Quality Score by Usage
Citizens Bank's Product Quality score was rated 3.5 stars by customers who have used Citizens Bank's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Citizens Bank Pricing
Citizens Bank ROI & Value For Money
3.5/5
Citizens Bank has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Quick Insights into Citizens Bank ROI
Citizens Bank's ROI score was rated highest by Male customers.
Sign Up to unlock insights into how customers have ranked Citizens Bank's ROI score.
Ranked Citizens Bank ROI the Highest
Citizens Bank ROI Score by Gender
Citizens Bank's ROI score was rated 3.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Citizens Bank.
Male
3.5/5
Female
N/A
Citizens Bank ROI Score by Usage
Citizens Bank's ROI score was rated 3.5 stars by customers who have used Citizens Bank's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Citizens Bank Customer Satisfaction (CSAT)
Citizens Bank Customer Satisfaction (CSAT) Score
54 / 100
Citizens Bank has an overall Customer Satisfaction score of 54 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
23%
Satisfied
31%
Neither Satisfied nor Dissatisfied
31%
Dissatisfied
8%
Very Dissatisfied
7%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Citizens Bank Customer Service
3.7/5
Citizens Bank has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Citizens Bank's overall Customer Service score rated by its users and customers.
About Citizens Bank's Customer Service
Website
https://www.citizensbank.com
Quick Insights into Citizens Bank Customer Service
Citizens Bank's Customer Service score was rated highest by Male customers.
Sign Up to unlock insights into how customers have ranked Citizens Bank's Customer Service score.
Ranked Citizens Bank Customer Service the Highest
Citizens Bank Customer Service Score by Gender
Citizens Bank's Customer Service score was rated 3.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Citizens Bank.
Male
3.3/5
Female
N/A
Citizens Bank Customer Service Score by Usage
Citizens Bank's Customer Service score was rated 3.3 stars by customers who have used Citizens Bank's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Citizens Bank as an Employer
Consumer vs. Employees
Citizens Bank scored a -24 for Net Promoter Score and a -82 for Employee Net Promoter Score. NPS gauges how likely a customer of Citizens Bank would recommend the brand to a friend. ENPS measures how likely Citizens Bank employees would recommend working at Citizens Bank to a friend.
Net Promoter Score
-24
NPS Score
| 29% | Promoters |
|---|---|
| 18% | Passive |
| 53% | Detractors |
Employee Net Promoter Score
-82
eNPS Score
| 4% | Promoters |
|---|---|
| 10% | Passive |
| 86% | Detractors |
